Tenant Maintenance Requests

Tenant Maintenance Requests on WhatsApp, With Photos and Updates

Tenants report a problem the way they already message: a few words and a photo. MonoChat sorts the request by category and urgency, logs it in your system, books access and keeps the tenant updated until the job is closed.

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  • Photos and videos
  • Ticket numbers
  • Status updates
Lumen Property Management Business account

Hi, the air conditioning in the bedroom has stopped cooling.

08:05

Sorry to hear that, Olivia. I can see you are in Flat 12D. Please send a photo of the indoor unit and its display.

08:05

Photo

bedroom-ac.jpg

08:07

Thanks. Is the rest of the flat cooling normally?

08:07

Yes, only this roomNo, the whole flat

Yes, only this room

08:08

Request #MR-2093 logged

Air conditioning · Flat 12D · bedroom

Choose a visit time below

A technician can come at one of these times. Will someone be home?

08:08

Today 15:00–17:00Tomorrow 09:00–11:00Tomorrow 14:00–16:00
24/7
Request intake
Tenants report issues at any hour
No-code
Triage flows
Categories, urgency and access built visually
API
Your maintenance system
Tickets created and updated through webhooks
1
Inbox for the whole team
Tenants, coordinators and technicians

Maintenance request features for property managers

From the first photo to the closed ticket, every step happens in the same conversation.

  • Photo and video intake

    Tenants send photos and videos of the problem, so the right technician and parts go out the first time.

  • Category and urgency triage

    Buttons sort requests into plumbing, electrical, air conditioning, appliances and more, and flag emergencies.

  • Tenant recognised by number

    The tenant's flat and lease details are looked up from your system, so they never repeat their address.

  • Ticket numbers and logging

    Each request gets a reference and is created in your maintenance or property management system through the API.

  • Access and visit booking

    Tenants choose a visit window and give access instructions in the chat.

  • Out-of-hours emergencies

    Emergency reports trigger safety instructions and alert the on-call technician immediately.

  • Status updates by template

    Approved templates tell tenants when a technician is assigned, on the way and finished.

  • Satisfaction survey

    Close the job only after the tenant confirms the fix, then ask for a one-tap rating.

Workflow automation

Every request routed and tracked without a spreadsheet

A workflow decides where each request goes: emergencies to the on-call technician, appliance faults to your contractor, building issues to the facilities team. Each step updates the tenant automatically.

  • Routing rules by category, building and urgency
  • Ticket created and updated in your system through webhooks
  • Tenant updates when assigned, on the way and completed
See workflow automation

Technician assigned

WhatsApp template · sent automatically

Message preview

Hi Olivia, your request #MR-2093 (air conditioning, bedroom) has been assigned to Ryan. He will arrive tomorrow between 09:00 and 11:00. Reply here if you need to change the time.

How tenant maintenance requests work on WhatsApp

Four steps from report to repair.

  1. Tenant reports the issue

    The tenant messages your WhatsApp number, web chat or tenant portal and sends a photo.

  2. Request is triaged and logged

    MonoChat asks for the category, urgency and access details, then creates a ticket in your system.

  3. Technician is assigned

    Routing rules send the job to the right technician or contractor, and the tenant is told who is coming and when.

  4. Job closed with confirmation

    After the visit the tenant confirms the fix and rates the service in one tap.

Example conversations

Tenant maintenance request examples on WhatsApp

Emergencies at night, status updates on the day and policy questions before a request is even logged.

  • Reporting an emergency water leak at night

    The assistant recognises an emergency outside office hours, gives a safety step and alerts the on-call technician with the flat and the issue.

    Lumen Property Management Business account

    Water is coming through the bathroom ceiling!

    23:42

    This is an emergency, so I am alerting our on-call technician now. If you can, turn off the main water valve, usually under the kitchen sink.

    23:42

    Valve is offI can't find it

    Valve is off

    23:44

    Emergency #MR-2107

    Water leak · Flat 7C

    On call: Ryan · arriving by 00:30

    Thank you, Emma. Ryan is on his way and will message you when he arrives.

    23:45

    Thank you so much.

    23:45

  • Technician on-the-way update and repair satisfaction survey

    Status templates keep the tenant informed, the request closes only after the tenant confirms the fix, and a one-tap survey rates the job.

    Lumen Property Management Business account

    Technician on the way

    #MR-2088 · Dishwasher repair

    Arriving 14:00–14:30

    Hi Jack, Mark is on his way to fix your dishwasher.

    13:45

    Great, I'm home.

    13:47

    Mark has marked the job as completed. Is everything working?

    15:10

    Yes, all goodStill a problem

    Yes, all good

    15:16

    Glad to hear it. How would you rate the repair?

    15:16

    ExcellentGoodPoor

    Excellent

    15:17

  • Asking who pays for an appliance repair

    The AI assistant answers from the property manager's tenancy policy, then turns the question into a logged request with a photo.

    Lumen Property Management Tenant portal chat

    The washing machine came with the flat and has stopped working. Do I pay for the repair?

    09:12

    Under your tenancy, appliances supplied with the flat are repaired by the landlord unless the damage was caused by misuse. I can log the request for you.

    09:12

    Log a requestTalk to the team

    Log a request

    09:13

    Please share a photo of the washing machine showing the error on the display.

    09:13

    Photo

    washing-machine-error.jpg

    09:15

    Request #MR-2115 logged

    Appliance · washing machine · Flat 2A

    Visit confirmed within 1 business day

    Thanks, Sophie. You will get an update here when a technician is assigned.

    09:15

FAQ

Tenant maintenance requests on WhatsApp: common questions

Quick answers to the most common questions.

How can tenants submit maintenance requests on WhatsApp?

Tenants message your property management WhatsApp number as they would anyone else. A MonoChat flow asks for the issue category, a photo and access times, then logs the request with a reference number. No app download is needed.

Can maintenance requests be created in my property management system?

Yes. Through MonoChat's API, webhooks and custom functions, a request can be created in your property management or maintenance system, and its status changes can be sent back to the tenant automatically.

How are emergency repairs handled out of hours?

You define what counts as an emergency, such as a water leak or a power cut. When a tenant reports one, the assistant gives safety instructions and alerts the on-call technician or team immediately, at any hour.

Can tenants send photos and videos of the problem?

Yes. Photos, videos and documents sent on WhatsApp are kept in the conversation and attached to the request, so technicians see the issue before they arrive.

How do I keep tenants updated on repair status?

Approved WhatsApp template messages can be sent automatically when the request is assigned, when the technician is on the way and when the job is completed, followed by an optional satisfaction survey.

Keep exploring

First month of Growth on us

Handle Every Repair Request in One Conversation

Collect photos, log requests, route technicians and keep tenants updated with MonoChat.

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